ABOUT REMOTE GUIDANCE

Problem Registration

1. Customers report issues through various channels (phone, email, WeChat, online customer service), and may send problem descriptions, photos, or videos.

II. Problem Analysis

1. Technical staff analyze the problem based on the information provided, and contact the customer for further details if needed.

2. If more information is needed, technicians contact the customer to ask about specific scenarios, frequency, and operation steps.

III. Problem Resolution

1. Remote Guidance
● If the problem can be resolved remotely (e.g., due to customer operation errors), technicians schedule a video call (e.g., WeChat video) to demonstrate correct procedures and ensure the customer understands.

2. Parts Replacement
● If the issue is due to faulty parts and the product is within the warranty period, technicians explain the situation to the customer, including the cause, warranty policy, and replacement process.

3. Customer-Purchased Parts
● If the problem is due to customer operation errors and the customer wants to resolve it independently, technicians provide part selection advice (model, specifications, compatibility).
● After the customer purchases the parts, technicians can assist with installation and debugging via remote video if requested.

IV. Feedback

1. After resolving the issue, the after-sales team follows up with the customer via phone or email to check satisfaction and address any new concerns.

2. Any new issues or dissatisfaction are recorded and handled by relevant technicians until the customer is satisfied.

V. Process Optimization

1. The after-sales team regularly analyzes the implementation of the service process, collects customer feedback, and gathers improvement suggestions from employees.

2. Based on the analysis and suggestions, the service process is optimized to improve service quality and efficiency, better meeting customer needs.